SupportAssist Enterprise Version 2.0 - Dell · SupportAssist Enterprise user interface closes abruptly while upgrading.....22 SupportAssist Enterprise does not discover iDRAC devices

SupportAssist Enterprise Version 2.0.50Release Notes

June 2020Rev. A02

Notes, cautions, and warnings

NOTE: A NOTE indicates important information that helps you make better use of your product.

CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the

problem.

WARNING: A WARNING indicates a potential for property damage, personal injury, or death.

© 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Othertrademarks may be trademarks of their respective owners.

1 Release summary..........................................................................................................................5Version.................................................................................................................................................................................... 5Release date...........................................................................................................................................................................5Priority and recommendations............................................................................................................................................. 5

2 Compatibility............................................................................................................................... 6Minimum requirements for installing and using SupportAssist Enterprise..................................................................... 7

Hardware requirements...................................................................................................................................................7Software requirements................................................................................................................................................... 8Network requirements.................................................................................................................................................... 9

3 New and enhanced features......................................................................................................... 14

4 Known issues — To be fixed in future releases ..............................................................................15SupportAssist Enterprise services do not start automatically........................................................................................15The snmptrapd service may not start automatically....................................................................................................... 15The Remote Collector or adapter displays a validation in progress status................................................................... 15iSCSI and non-iSCSI adapter attributes may not be available........................................................................................15Collections from PowerVault MD Series storage arrays may display incorrect values............................................... 16No action occurs when you click the Install/Upgrade OMSA option............................................................................16Tool tips are not displayed.................................................................................................................................................. 16SupportAssist Enterprise is unable to connect to the remote system..........................................................................16Refreshing the Devices or Cases page opens the first page......................................................................................... 16Collections from networking devices do not contain the IP address of the networking device................................17SCSI and non-iSCSI interfaces section is not available................................................................................................... 17Installation of SupportAssist Enterprise on Debian operating system is unsuccessful................................................17Service Tag is not available in Deployment collections....................................................................................................17Displays section may be blank.............................................................................................................................................17SATA Controller information is not available.................................................................................................................... 18Uninstallation of SupportAssist Enterprise does not uninstall the OpenManage Enterprise adapter

automatically..................................................................................................................................................................... 18Number of Active sessions is displayed as 'Not available' in iDRAC collections.......................................................... 18Incorrect Physical Disk name is displayed in Physical Device ID.................................................................................... 18Periodic inventory validation does not start on the same day........................................................................................18System information does not include controller TTY logs.............................................................................................. 19Incorrect manufacturer details........................................................................................................................................... 19Incorrect hostname details..................................................................................................................................................19Incorrect time zone list options.......................................................................................................................................... 19Concurrent operations are unsuccessful.......................................................................................................................... 19System Center Operations Manager adapter displays a disconnected status............................................................ 19Device Overview pane does not display the operating system version details...........................................................20Unable to edit the adapter................................................................................................................................................. 20Adapter Overview pane does not display the OS Type of the adapter....................................................................... 20Alerts not processed from Dell PowerVault MD Series device..................................................................................... 20

Contents

Contents 3

Service tag of a chassis device is displayed instead of the service tag of a blade server......................................... 20Alerts from OpenManage Enterprise adapter are not processed..................................................................................21Incorrect postal code and incorrect state or province value .........................................................................................21Integrating TechDirect with SupportAssist Enterprise is not supported...................................................................... 21Unable to filter group name................................................................................................................................................ 21Collection report does not display all attributes............................................................................................................... 21Install/upgrade of OMSA fails on Red Hat Enterprise Linux 8.0 operating system.................................................... 21Unable to receive alerts from SupportAssist Enterprise................................................................................................ 22SupportAssist Enterprise user interface closes abruptly while upgrading................................................................... 22SupportAssist Enterprise does not discover iDRAC devices managed by OpenManage Enterprise....................... 22Unable to create cases for alerts received from Force10 networking devices through OpenManage

Enterprise adapter version 1.6.0....................................................................................................................................22Analytics collection for more than 3000 devices takes five hours................................................................................22Text on user interface not translated............................................................................................................................... 23

5 Limitations................................................................................................................................ 24

6 Installation................................................................................................................................ 25Prerequisites........................................................................................................................................................................ 25Install SupportAssist Enterprise on Windows.................................................................................................................. 25Install SupportAssist Enterprise on Linux......................................................................................................................... 26

7 Uninstallation............................................................................................................................. 27Uninstalling SupportAssist Enterprise on Windows.........................................................................................................27Uninstalling SupportAssist Enterprise on Linux............................................................................................................... 27

8 Related documents and resources............................................................................................... 28

9 Contacting Dell EMC.................................................................................................................. 29Contact Dell EMC for sales, technical support, or customer service issues............................................................... 29Find manuals and documents............................................................................................................................................ 29

4 Contents

Release summaryIn this release, SupportAssist Enterprise automatically performs analytics collections from devices. SupportAssist Enterprise enables you tofilter the devices that are displayed on the Devices page depending on their monitoring status. You can also view the source from which asupport case was created, for example, TechDirect.

Topics:

• Version• Release date• Priority and recommendations

Version2.0.50

Release dateApril 2020

Priority and recommendationsRECOMMENDED: Dell EMC recommends applying this update during your next scheduled update cycle. The update contains featureenhancements or changes that will help keep your system software current and compatible with other system modules (firmware, BIOS,drivers and software).

1

Release summary 5

CompatibilityThe following table lists the devices that you can manage using SupportAssist Enterprise. For the complete list of supported device typesand device models, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools.

Table 1. Device types and applicable devices

Device Type Devices that you can add

Chassis • PowerEdge M1000e• PowerEdge VRTX• PowerEdge FX2/FX2s• PowerEdge MX7000

Fluid File System (FluidFS) • Storage PS Series with FluidFS• Storage MD Series with FluidFS• Storage SC Series with FluidFS

iDRAC yx2x and later series of PowerEdge serversNOTE: To add an iDRAC, you must provide the iDRAC IPaddress of the server.

Networking • PowerConnect• Force10• Dell Networking• Networking X-Series switches• Networking Wireless Controllers Mobility Series• Other supported Networking devices (Brocade and Cisco)

Peer Storage (PS) / EqualLogic Storage PS Series arrays

PowerVault • Storage MD Series arrays• Storage ME4 Series arrays

Server / Hypervisor x9xx or later series of PowerEdge servers running:

• Windows• Linux• VMware ESX or ESXi• Citrix XenServer• Oracle Virtual Machine• Microsoft Hyper-V

NOTE: To add a server or hypervisor, you must providethe operating system IP address of the server.

NOTE: If SupportAssist Enterprise is installed on a Linuxoperating system, adding servers running Windows isnot supported.

Software • HIT Kit / VSM for VMware• SAN HQ• vCenter• SCVMM

2

6 Compatibility

https://www.dell.com/serviceabilitytools

Table 1. Device types and applicable devices(continued)

Device Type Devices that you can add

NOTE: If SupportAssist Enterprise is installed on a Linuxoperating system, adding SCVMM and SAN HQ is notsupported.

Solution XC Web-Scale hyper-converged appliance

Storage Center (SC) / Compellent Storage SC Series solutions

Virtual Machine • Windows• Linux

Topics:

• Minimum requirements for installing and using SupportAssist Enterprise

Minimum requirements for installing and usingSupportAssist EnterpriseThe following sections describe the minimum hardware, software, and networking requirements for installing and using SupportAssistEnterprise.

Hardware requirementsThe hardware requirements for installing and using SupportAssist Enterprise vary depending on:

• The number of devices you want to monitor• The SupportAssist Enterprise functionality you want to use by either collection of system information only or both monitoring and

collection of system information

You can install SupportAssist Enterprise on a Virtual Machine (VM) or on a x9xx or later generation PowerEdge server.NOTE: For more information on the hardware requirements for installing and using SupportAssist Enterprise, see the

Dell EMC SupportAssist Enterprise Version 2.0.50 User’s Guide at https://www.dell.com/serviceabilitytools.

The following table provides a summary of the minimum hardware requirements on the server where you want to install SupportAssistEnterprise.

Table 2. Hardware requirements for installing and using SupportAssist Enterprise

Devices Monitoring Collecting SystemInformation

Processor Installedmemory(RAM)

Hard drive(free space)

1 No Yes 1 core 4 GB 1 GB

20 Yes Yes 2 cores 4 GB 4 GB

Up to 100 Yes Yes 4 cores 8 GB 12 GB




NOTE: You can extend the monitoring and collection capabilities of SupportAssist Enterprise for up to 18,000 devices by

setting up multiple remote collectors.

NOTE: For monitoring more than 100 devices in your environment, it is recommended that you install SupportAssist

Enterprise on server that meets the specified hardware requirements. Periodic collections from more than 100 devices

Compatibility 7


may result in a high processor or memory utilization on the monitoring server. This high resource utilization may affect

other applications that are running on the monitoring server, if the resources are shared with other applications.

NOTE: If SupportAssist Enterprise is installed in a virtual environment, hardware resources of the system such as

processor, memory, and I/O are shared among the virtual machines. Therefore, more hardware resources may be

utilized by the virtual machine where SupportAssist Enterprise is installed. For optimal performance, ensure that you

allocate dedicated processor and memory to the VM as specified in the hardware requirements for SupportAssist

Enterprise.

To change the amount of processor resources allocated to a VM by using the shares, reservations, and limits settings,

see the following:

• ○ For ESX, see the "Allocate CPU Resources" section in the VMware vSphere documentation at docs.vmware.com.

○ For Hyper-V, see the "Hyper-V CPU Scheduling" blog post at msdn.microsoft.com.

○ For other virtual environments, see the respective documentation.

The following table provides a summary of the minimum hardware requirements on the server running SupportAssist Enterprise forperforming multiple device collections.

Table 3. Hardware requirements for performing multiple device collections

Devices Processor Installed memory (RAM) Hard drive (free space)

Up to 30 devices 2 cores 4 GB 8 GB




NOTE: Performing a multiple device collection for Deployment, System Maintenance, or Consulting purposes may result

in high system resource utilization at irregular intervals.

Software requirementsYou can install SupportAssist Enterprise on a supported Windows or Linux operating system. After installing SupportAssist Enterprise, youcan view the SupportAssist Enterprise user interface by using a web browser. The following section provides information about theoperating system requirements for installing and using SupportAssist Enterprise.

Operating system requirementsThe following sections provide the list of Windows and Linux operating systems that support the installation of SupportAssist Enterprise.

NOTE: SupportAssist Enterprise can only be installed on operating systems with x86-64 architecture.

Windows operating systems

• Microsoft Windows Server 2008 R2 SP1 Standard, Enterprise, and Datacenter• Windows Server 2012 R2 Standard and Datacenter• Windows Server 2012 Standard, Essentials, and Datacenter• Windows Server 2016 Standard, Essentials, and Datacenter• Windows Server 2019 Standard, Essentials, and Datacenter• Windows 2008 Small Business Server• Windows 2011 Small Business Server• Windows Server Core 2012• Windows Server Core 2012 R2• Windows Server Core 2016• Windows Server Core 2019

NOTE: SupportAssist Enterprise can also be installed on a Microsoft Windows domain controller.

8 Compatibility

Linux operating systems

• Red Hat Enterprise Linux 8.0• Red Hat Enterprise Linux 7.x• Red Hat Enterprise Linux 6.x• Red Hat Enterprise Linux 5.x• CentOS 7.x• CentOS 6.x• SUSE Linux Enterprise Server 15• SUSE Linux Enterprise Server 12 SP1• SUSE Linux Enterprise Server 12 SP2• SUSE Linux Enterprise Server 12 SP3• SUSE Linux Enterprise Server 12• SUSE Linux Enterprise Server 11 SP4• SUSE Linux Enterprise Server 10 SP4• Oracle Linux 7.x• Oracle Linux 6.x• Debian 7.x• Debian 8.x• Debian 9.x• Ubuntu 14.x• Ubuntu 16.04.x• Ubuntu 18.04.x

NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6 operating system.

Web browser requirementsTo view the SupportAssist Enterprise user interface, one of the following web browsers is required:

• Internet Explorer 11 or later• Mozilla Firefox 31 or later• Google Chrome 59 or later• Microsoft Edge 38 or later

NOTE: Transport Layer Security (TLS) version 1.2 must be enabled on the web browser.

NOTE: To open SupportAssist Enterprise by using Internet Explorer:

• In the Security tab, enable Active Scripting.

• In the Advanced tab, enable Play animations in web pages.

Network requirementsThe following are the networking requirements on the local system (the server where SupportAssist Enterprise is installed) and remotedevices.

• Internet connection—Standard 1 GbE network or faster.• The local system must be able to communicate with the SupportAssist server hosted by Dell EMC over HTTPS protocol.• The local system must be able to connect to the following destinations:

○ https://apidp.dell.com and https://api.dell.com—End point for the SupportAssist server that is hosted by Dell EMC.○ https://is.us.dell.com/*—The file upload server and related services.○ https://downloads.dell.com/—For downloading OpenManage Server Administrator (OMSA) and receiving new SupportAssist

Enterprise release information, policy files, and product support files.

NOTE: The downloads.dell.com page uses the Akamai third-party vendor for improved download experience.

○ https://sa-is.us.dell.com/*—For TechDirect integration.NOTE: During registration, SupportAssist Enterprise verifies connectivity to the Internet by trying to connect to

http://www.dell.com, which then gets redirected to https://www.dell.com.

Compatibility 9

The following table lists the network bandwidth requirements for monitoring and collecting system information from devices.

Table 4. Network bandwidth requirements

Devices Monitoring Collecting SystemInformation

LAN bandwidth* WANbandwidth**

1 No Yes 10 Mbps 5 Mbps

20 Yes Yes 0.5 Gbps 10 Mbps

Up to 100 Yes Yes 0.5 Gbps 10 Mbps

Up to 300 Yes Yes 0.5 Gbps 10 Mbps

Up to 1000 Yes Yes 1 Gbps 20 Mbps

Up to 4000 Yes Yes 1 Gbps 20 Mbps

* Network bandwidth that is required for monitoring and collecting system information from devices within a single site.

** Network bandwidth that is required for monitoring and collecting system information from devices that are distributed across multiplesites.

The following figure illustrates network port connectivity between SupportAssist Enterprise and other monitored devices.

10 Compatibility

Figure 1. Managed devices

• 1—Network ports that are required for discovering devices and collecting system information• 2—Network ports that are required for uploading the collected system information (collection)• 3—Network ports required for adapters• 4—Network ports on devices for collecting system information

The following table lists the ports that must be open on the local system.

Table 5. Network port requirements on the local system

Port Direction Usage

22 Out To add the local system running a Linux operating system and for collecting system information

80 Out For HTTP communication

135 Out To add the local system running Windows (WMI) and to collect system information

162 In To receive alerts (SNMP traps) from remote devices

Compatibility 11

Table 5. Network port requirements on the local system(continued)

Port Direction Usage

443 Out For Secure Socket Layer (SSL) communication, WS-Man communication, and verifyingSupportAssist Enterprise update information

1311 Out For Dell OpenManage Server Administrator (OMSA) communication

5700 In To open SupportAssist Enterprise securely (HTTPS) from a remote system

5701, 5702, 5703,and 5704

In To collect system information from devices

9099 In To open SupportAssist Enterprise (HTTP) from the local system

61616 In To process SupportAssist Enterprise tasks

2424 In To establish connection with the Dell EMC SupportAssist Enterprise DB service.

The following table lists the network ports that are required for discovering devices and collecting system information.

Table 6. Network ports required for discovering devices and collecting system information

Device Protocol for discovery and collection Port

Server - Windows WMI 135

Server - Linux SSH 22

iDRAC WSMan and REST

If you have iDRAC9 with firmware version4.x installed:

• WSMan protocol is used to configurealert destination of the server.

• REST protocol is used to send andreceive information from SupportAssistEnterprise.

443 and 161

ESX or ESXi SSH and VMware SDK 22 and 443

Storage PS Series arrays (previouslyEqualLogic)

SNMPv2, SSH2, and FTP 161, 22, and 21

Storage MD Series arrays (previouslyPowerVault)

SYMbolSDK 2463

Storage ME4 Series arrays REST and SFTP 443 and 1022

Storage SC Series arrays (previouslyCompellent)

REST 3033

Fluid File System (FluidFS) Networkattached storage (NAS) devices

SSH and FTP 22 and 44421

PowerConnect switches SNMP and SSH 22 and 161

Force10 switches SNMP and SSH 161 and 22

Networking switches SNMP and SSH 22 and 161

W series switches SNMP and SSH 22 and 161

PowerEdge FX2/FX2s SSH 22

PowerEdge VRTX SSH 22

PowerEdge M1000e SSH 22

PowerEdge MX7000 REST 443

12 Compatibility

Table 6. Network ports required for discovering devices and collecting system information(continued)

Device Protocol for discovery and collection Port

SAN HQ WMI 135

HIT Kit/VSM for VMware SSH 22

vCenter HTTPS 443

SCVMM WMI 135

XC Series of Web-Scale hyperconvergedappliances

REST and SSH 9440 and 22

Virtual Machine - Windows WMI 135

Virtual Machine - Linux SSH 22

The following table lists the network ports that are required for uploading the collected system information.

Table 7. Network ports required for uploading the collected system information

Source Destination Port

SupportAssist Enterprise SupportAssist Server 443

File Upload Server (FUS)

File Retrieval Service (FRS)

Remote Collector File Upload Server (FUS) 443

File Retrieval Service (FRS)

The following table lists the network ports that are required for adapters.

Table 8. Network ports required for adapters


SupportAssist Enterprise OpenManage Essentials adapter 5700 (web socket)

OpenManage Essentials adapter OpenManage Essentials 443

SupportAssist Enterprise System Center Operations Manageradapter

5700 (web socket)

System Center Operations Manageradapter

System Center Operations Manager Not applicable (SCOM SDK)

SupportAssist Enterprise OpenManage Enterprise 443

The following table lists the network ports that are required for collecting system information.

Table 9. Network ports on devices for collecting system information


Storage SC Series arrays (previouslyCompellent)

SupportAssist Enterprise 5701, 5702, 5703, and 5704

Server SupportAssist agent SupportAssist Enterprise 5701, 5702, 5703, and 5704

Server (In band) SupportAssist Enterprise 5701, 5702, 5703, and 5704

Compatibility 13

New and enhanced features• Automated analytics collections from devices.• Ability to filter devices displayed on the Devices page based on their monitoring status.• Ability to view the source from which a support case was created.• Security and bug fixes.

3

14 New and enhanced features

Known issues — To be fixed in future releases

SupportAssist Enterprise services do not startautomaticallyDescription When SupportAssist Enterprise is installed on a virtual machine of an ESXi host, the SupportAssist Enterprise

services do not start automatically in the following scenario:

• The ESXi host is forced to shut down• Time synchronization between the virtual machine and the ESXi host is not configured.

Workaround Perform one of the following:

• Repair the SupportAssist Enterprise installation through the Control Panel > Add or Remove Programsoption.

• Configure time synchronization between the virtual machine and ESXi host.

Tracking number SAE-6153

The snmptrapd service may not start automaticallyDescription If the server is restarted after installing SupportAssist Enterprise on a Linux operating system, the snmptrapd

service may not start automatically.

Workaround Manually start the snmptrapd service.


The Remote Collector or adapter displays avalidation in progress statusDescription If the Dell EMC SupportAssist Enterprise DB service is restarted while setting up a Remote Collector or

adapter, the Remote Collector or adapter continues to display a Validation in progress status

Workaround Restart the Dell EMC SupportAssist Enterprise DB service.


iSCSI and non-iSCSI adapter attributes may not beavailableDescription On servers running Linux operating system, iSCSI and non-iSCSI adapter attributes may not be available in

Deployment or System Maintenance collection types when the server is added with a non-root credentials.

Workaround Update the device credentials with a root user account and regenerate the collection again.

Tracking number SCT-16007

4

Known issues — To be fixed in future releases 15

Collections from PowerVault MD Series storagearrays may display incorrect valuesDescription Collections from PowerVault MD Series storage arrays may display incorrect values for the number of controllers

and controller attributes.

Workaround None.

Tracking number SCT-10425

No action occurs when you click the Install/Upgrade OMSA optionDescription When OMSA is already installed in a managed node and when it is discovered from SupportAssist Enterprise with

the OMSA install/upgrade option enabled, a prompt may be displayed stating, SNMP cannot be configured.After discovery, when you try to configure SNMP using More Tasks, the option to configure SNMP is disabled,but the Install/Upgrade OMSA option remains enabled. When you click Install/Upgrade OMSA, no actionoccurs.

Workaround Manually remove the device and then try adding the same device again.

Tool tips are not displayedDescription Tool tips are not displayed for the List view and Association view icons in Mozilla Firefox web browser.

Workaround Open the about:config page. Ensure that browser.chrome.toolbar_tips is set to true.


SupportAssist Enterprise is unable to connect tothe remote systemDescription While editing the details of a Remote Collector:

• If SupportAssist Enterprise is unable to connect to the remote system using the entered credentials:

○ The existing credentials are retained.○ The Remote Collector and the Upload Connectivity on the Remote Collectors page retain the status that

was displayed prior to editing the credentials.• If the remote system is unable to connect to the proxy server using the entered proxy server credentials:

○ The entered proxy server credentials are saved in SupportAssist Enterprise, but the existing proxy servercredentials are retained in the Remote Collector.

○ The Remote Collector displays a proxy validation failed status, but the Upload connectivity retains thestatus that was displayed prior to editing the proxy server credentials.

Workaround None.

Tracking Number SAE-9968

Refreshing the Devices or Cases page opens thefirst pageDescription Refreshing the Devices or Cases page after navigating across pages, opens the first page.

16 Known issues — To be fixed in future releases

Workaround None.


Collections from networking devices do notcontain the IP address of the networking deviceDescription Collections from networking devices do not contain the IP address of the networking device.

Workaround Ensure that the out-of-band IP address is set on the networking device.


SCSI and non-iSCSI interfaces section is notavailableDescription SCSI and non-iSCSI interfaces section is not available in Deployment collections from PowerEdge servers running

the Debian operating system.

Workaround Ensure that the ethtool package is installed on the system.


Installation of SupportAssist Enterprise on Debianoperating system is unsuccessfulDescription Installation of SupportAssist Enterprise on Debian operating system is unsuccessful.

Workaround Ensure that en_US.utf.8 locale package is installed.

• If locales are not installed, use the apt-get install locales command to install the locales.

• If any other locale is installed, install the en_US.utf.8 locale by using the dpkg-reconfigure localescommand.


Service Tag is not available in DeploymentcollectionsDescription Service Tag is not available in Deployment collections from hypervisors running ESXi.

Workaround Ensure that sfcbd and cimom are enabled in ESXi.


Displays section may be blankDescription The Displays section may be blank on collections from PowerEdge servers running the Ubuntu operating system.

Workaround Ensure that the xserver-xorg-core package is installed on the server.



SATA Controller information is not availableDescription SATA Controller information is not available on collections from servers where SATA hard-drives are directly

connected to the SATA controller.

Workaround None


Uninstallation of SupportAssist Enterprise doesnot uninstall the OpenManage Enterprise adapterautomaticallyDescription Uninstallation of SupportAssist Enterprise does not uninstall the OpenManage Enterprise adapter automatically.

Workaround Uninstall the OpenManage Enterprise adapter manually.

Number of Active sessions is displayed as 'Notavailable' in iDRAC collectionsDescription Number of Active sessions is displayed as 'Not available' in iDRAC in-band and out-of-band collections that are

performed from SupportAssist Enterprise.

Workaround Perform a SupportAssist TSR collection to view the missing information.


Incorrect Physical Disk name is displayed inPhysical Device IDDescription Collections performed from managed nodes configured with PCIe-SSD controllers and with OMSA 9.1, display

Physical Disk name with 3 digits in Physical Device ID instead of 2 digits.

Workaround None

Periodic inventory validation does not start on thesame dayDescription After upgrading SupportAssist Enterprise, periodic inventory validation runs automatically within the next hour. If

you restart SupportAssist Enterprise service or the system restarts within 1 hour of the upgrade, the periodicinventory validation starts only on the next scheduled date.

Workaround To run periodic Inventory Validation on the same day, go to the Preferences page and set the periodic InventoryValidation date to current date.



System information does not include controllerTTY logsDescription System information collected from servers running OMSA does not include controller TTY logs for the HBA

controller.

Workaround None


Incorrect manufacturer detailsDescription System information collected from ESXi host may contain the incorrect manufacturer details for adapters shown

in the iSCSI HBA section.

Workaround None


Incorrect hostname detailsDescription System information collected from a chassis may contain the incorrect hostname details for the quarter height

blade servers hosted in the chassis shown in the Chassis Slot section.

Workaround None


Incorrect time zone list optionsDescription The time zone list may display both the old and new city names as separate options.

Workaround None


Concurrent operations are unsuccessfulDescription If SupportAssist Enterprise concurrently runs two different operations (Set Up Adapter/Remote Collector or

Device Discovery/Collection) on the same device, one of the operations may be unsuccessful.

Workaround Manually run the operation that is unsuccessful after some time.


System Center Operations Manager adapterdisplays a disconnected statusDescription If the user account credentials are reset on the domain controller, the System Center Operations Manager

adapter displays a disconnected status with an unknown error.

Workaround Log in to SupportAssist Enterprise and provide valid System Center Operations Manager adapter credentials.



Device Overview pane does not display theoperating system version detailsDescription The Operating System attribute on the Device Overview pane does not display the operating system version

details for servers running Windows Server 2016 RS4 Core and Windows Server 2019 Core operating systems.

Workaround None


Unable to edit the adapterDescription While editing the OpenManage Essential adapter, if incorrect credentials are entered, an “Unable to edit adapter”

message is displayed. However, the entered credentials are saved and the adapter displays a Disconnected status.

Workaround Edit the adapter and enter the correct credentials. The adapter then displays a Connected status.


Adapter Overview pane does not display the OSType of the adapterDescription If the OpenManage Enterprise adapter is already setup, and then SupportAssist Enterprise is upgraded from

version 1.2.1 to 2.0, the Adapter Overview pane does not display the OS Type of the adapter. However, the OSType is displayed if the OpenManage Enterprise adapter is set up after upgrading SupportAssist Enterprise.

Workaround None


Alerts not processed from Dell PowerVault MDSeries deviceDescription Alerts are not processed:

• When a user having Dell PowerVault MD Series device with more then one RAID controller upgradesSupportAssist Enterprise to version 2.0.

• If an alert is received from the other RAID controller that was not previously persisted by SupportAssistEnterprise, immediately after the upgrade, and before Inventory Validation is complete.

Workaround None


Service tag of a chassis device is displayed insteadof the service tag of a blade serverDescription In Blade servers with ESXI 6.5, the service tag of a chassis device is displayed instead of the service tag of a blade

server, in the Host section of the collection report.

Workaround None



Alerts from OpenManage Enterprise adapter arenot processedDescription Alerts from OpenManage Enterprise adapter are not processed when Istanbul timezone is configured on

OpenManage Enterprise.

Workaround None


Incorrect postal code and incorrect state orprovince valueDescription If you enter an incorrect postal code and incorrect state/province value, the replacement parts will not be

dispatched.

Workaround None

Integrating TechDirect with SupportAssistEnterprise is not supportedDescription For accounts with multiple profiles across regions, integrating TechDirect with SupportAssist Enterprise is not

supported.

Workaround Create a new account and try again.

Unable to filter group nameDescription A group name containing '/' character cannot be filtered in the Refine By pane.

Workaround Edit the group name and delete the '/' character.

Tracking Number SAENTK-935

Collection report does not display all attributesDescription While performing a collection from SUSE Linux Enterprise Server 15 operating system, if OMSA is not installed on

the device, the collection report may not display all attributes.

Workaround Manually install/upgrade OMSA on the SUSE Linux Enterprise Server 15 operating system.


Install/upgrade of OMSA fails on Red HatEnterprise Linux 8.0 operating systemDescription On Red Hat Enterprise Linux 8.0 operating systems, install/upgrade of OMSA fails because the libcrypto.so

package is not available.

Workaround Install the libcrypto.so package and retry the operation.



Unable to receive alerts from SupportAssistEnterpriseDescription Unable to receive alerts from SupportAssist Enterprise that is installed on a system running Linux operating

system.

Workaround Install the wget package on the system running the Linux operating system.


SupportAssist Enterprise user interface closesabruptly while upgradingDescription By default, SupportAssist Enterprise is installed on the C drive of the server. If you install SupportAssist Enterprise

on a custom location, the SupportAssist Enterprise user interface is terminated abruptly while upgrading.

Workaround Download and reinstall SupportAssist Enterprise.


SupportAssist Enterprise does not discover iDRACdevices managed by OpenManage EnterpriseDescription While configuring discovery settings for iDRAC devices in OpenManage Enterprise, you can select Prefer iDRAC

Hostname or Prefer System Hostname as the display name. When you add this OpenManage Enterpriseinstance as an adapter in SupportAssist Enterprise, and if you select Prefer System Hostname as the displayname, the associated iDRAC devices are not discovered.

Workaround While configuring the discovery settings for iDRAC devices in OpenManage Enterprise, select Prefer iDRACHostname as the display name.


Unable to create cases for alerts received fromForce10 networking devices through OpenManageEnterprise adapter version 1.6.0Description In alerts received from a Force10 networking device inventoried through OpenManage Enterprise adapter version

1.6.0, an incorrect enterprise OID is received. So, SupportAssist Enterprise is unable to create cases for thesealerts.

Workaround Upgrade to OpenManage Enterprise adapter version 1.7.0.


Analytics collection for more than 3000 devicestakes five hoursDescription When analytics collections are initiated on more than 3000 devices, the time that is taken to complete the

collection is approximately five hours. The delay is due to the increase in time taken for collection from each


device. When the collection is underway, is displayed in the Collection Status column on the AnalyticsCollection page.

Workaround None


Text on user interface not translatedDescription Certain text or messages that are displayed on the SupportAssist Enterprise user interface are not translated

correctly. So, if your system language or the browser language is configured as German or French, you may viewthe text or messages in English only.

Workaround None

Tracking Numbers SAENTK-1497, SAENTK-1487, SAENTK-1502, SAENTK-1488, SAENTK-1496, SAENTK-1495, SAENTK-1494,SAENTK-1493, SAENTK-1492, and SAENTK-1489


Limitations• SupportAssist Enterprise does not perform analytics collections on devices that have a remote collector that is assigned as their

collection host.• The TTY log may not be collected from a server that is added in SupportAssist Enterprise with the iDRAC IP address in the following

scenarios:

○ The server is not a yx2x or later generation of PowerEdge server.○ The server does not have the minimum required iDRAC firmware version installed. For yx2x series of the PowerEdge servers, the

iDRAC firmware version 2.10.10.10 or later is required. For yx3x series of the PowerEdge servers, the iDRAC firmware 2.00.00.00or later is required.

○ The system only has a SATA controller or software RAID configured, but does not have a RAID controller.○ The server was running the power-on self-test (POST) while the collection was initiated.○ Two simultaneous collections were triggered for the same server (iDRAC).○ A Tech Support Report (TSR) was being generated when the collection was initiated from SupportAssist Enterprise.○ The controller has either an issue or too many logs, and is unable to export the report within the predefined time limit.

• If SupportAssist Enterprise is installed on a server running Linux with 4 GB RAM, only five collections can be viewed simultaneouslyusing the configuration viewer.

• The date and time format that is displayed in SupportAssist Enterprise do not match the operating system date and time format.• If the calendar settings of the server where SupportAssist Enterprise is installed is changed to certain non-English formats (for

example, Thailand), the Status column in SupportAssist Enterprise may display an incorrect date.• The Japanese help content for "Configuring email notifications" and "Configuring server settings" does not have some of the key

words, and the translation help content is not equivalent to the English language content.• The SupportAssist Service description (Windows Service) is displayed only in English.• Initiating a collection from multiple SupportAssist Enterprise instances simultaneously, on the same Dell Compellent storage device is

not supported.• Importing multiple devices by using a .csv file that is downloaded from SupportAssist Enterprise version 1.1 is not supported.• The error messages that are displayed in the SupportAssist Enterprise may not match with the error message in the SupportAssist

Enterprise email notifications for the following error codes:

SA-4015, SA-4020, SA-4025, SA-4030, SA-4035, SA-4040, SA-4045, SA-4050, SA-4055, SA-4065, SA-4070, SA-4071, SA-4072,SA-4073, SA-4074, SA-4075, SA-4080, SA-4085, SA-4090, SA-4095, SA-4100, SA-4105, SA-4110, SA-4115, SA-4120, SA-4125,SA-4130, SA-4135, SA-4140, SA-4145, SA-4150, SA-4155, SA-4160, SA-4165, SA-4170, SA-4175, SA-4180, SA-4185, SA-4190,SA-4500, SA-4501, SA-4502, SA-4511, SA-4512, SA-4513, SA-4514, SA-4521, SA-4522, SA-4523, SA-4524, SA-4550

• Periodic collection runs on a device in the Staging group and the device displays an Unable to gather system information status, inthe following scenario:

○ Inventory validation and periodic collection tasks that are run simultaneously○ A device moves to the Staging group as a result of inventory validation

• A warning message may be displayed on the Collections page or on the Section Status page of the collections report if:

○ The hardware and software components are not configured.○ SupportAssist Enterprise is unable to collect information about the hardware and software components.

5

24 Limitations

Installation

PrerequisitesFor installing and using SupportAssist Enterprise, ensure that Transport Layer Security (TLS) 1.2 or later is enabled on the web browser.

Install SupportAssist Enterprise on WindowsSteps

1. Right-click the SupportAssist Enterprise installer package and then click Run as administrator.

NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that

are obtained only through the Run as administrator option. If you are logged in to the system as an administrator,

double-click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge the

Open File - Security Warning dialog box to proceed.

The Preparing to Install page is displayed briefly, and then the Welcome to SupportAssist Enterprise Installer page is displayed.2. Click Next.

The License Agreement page is displayed.NOTE: Installing and using SupportAssist Enterprise requires that you allow Dell EMC to save certain Personally

Identifiable Information (PII) such as your contact information, device credentials, and so on. SupportAssist

Enterprise installation cannot proceed unless you agree to allow Dell EMC to save your PII.

3. Read about the information that SupportAssist Enterprise collects from monitored devices, and select I Agree.4. Read the Dell End User License Agreement, select I Agree, and then click Next.

The Destination Folder page is displayed.5. The default installation folder for SupportAssist Enterprise is <Drive where SupportAssist Enterprise is

installed>:\Program Files\Dell\SupportAssist. If you want to install SupportAssist Enterprise on any other location,click Browse and select a folder.

6. Click Install.If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else, theInstalling SupportAssist Enterprise page is displayed briefly, and then the Installation Completed page is displayed.

NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once while the

installation is in progress.

7. Click Finish to exit the SupportAssist Enterprise installer.The SupportAssist Enterprise login page opens in a web browser window.

NOTE: If the system is a member of a domain, you must enter the login user name in the [Domain\Username] format.

For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain. For

example, .\Administrator.

8. Enter the Microsoft Windows operating system user name and password, and then click Login.The SupportAssist Enterprise Registration Wizard is displayed.

NOTE: The server or virtual machine where you have installed SupportAssist Enterprise is automatically added as a

device.

9. Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration.NOTE: The SupportAssist Enterprise Registration Wizard may not be displayed if a pop-up blocker is enabled on the

web browser.

6

Installation 25

Install SupportAssist Enterprise on LinuxSteps

1. Open the terminal window on the system running the Linux operating system.2. Browse to the folder where the SupportAssist Enterprise installation package is available.3. Perform one of the following:

• Type chmod 744 supportassistenterprise_2.x.x.bin and press Enter.

• Type chmod +x supportassistenterprise_2.x.x.bin and press Enter.

4. Type ./supportassistenterprise_2.x.x.bin and press Enter.The Welcome to the SupportAssist Enterprise Installer message is displayed.

5. To continue, type c.The SupportAssist Enterprise License Agreement is displayed.

6. Read the license agreement and type y to start the installation.If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, you are prompted to ensure that the ports are not inuse or to enter custom port numbers. Else, the SupportAssist Enterprise login page opens in a web browser window.

NOTE: If you are using a Linux terminal emulator such as PuTTY to remotely install SupportAssist Enterprise, the

SupportAssist Enterprise login page is not displayed. In such a scenario, you must access the SupportAssist

Enterprise login page by using one of the following methods:

• Log in to a remote system and access the following web address by using a web browser:

https://<IP address or host name of the server where SupportAssist Enterprise isinstalled>:5700/SupportAssist

You can access SupportAssist Enterprise from a remote system only if port 5700 is open on the network.

• Log in to the local system and access the following web address by using a web browser:

http://localhost:9099/SupportAssist

If you entered a custom port number, you must replace 9099 with the custom port number in the web address.

7. If you are prompted that the default SupportAssist Enterprise ports are in use, perform one of the following and then press y.

• Ensure that no other application is configured to use ports 9099 and 2424.• Enter custom port numbers.

NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535.

8. Type the user name and password of a user with root privileges on the system where SupportAssist Enterprise is installed, and thenclick Login.The SupportAssist Enterprise Registration Wizard is displayed.

9. Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration.NOTE: The SupportAssist Enterprise Registration Wizard may not be displayed if a pop-up blocker is enabled on the

web browser.

26 Installation

Uninstallation

Uninstalling SupportAssist Enterprise on WindowsSteps

1. Perform one of the following based on the operating system:

• On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the Startscreen, click the Control Panel tile. On the Control Panel, click Uninstall a program.

• On Windows Server 2008 or Windows Small Business Sever 2011, click Start > Control Panel > Programs and Features.

The Uninstall or change a program window is displayed.2. Select Dell SupportAssist Enterprise and click Change.

The Welcome to Dell SupportAssist Enterprise Installer window is displayed.3. Click Next.

The Dell SupportAssist Enterprise Maintenance window is displayed.4. Select Remove, and click Next.

The Feedback window is displayed.5. Select an appropriate reason from the Select an option drop-down list, provide your comments, and click Remove.

The Remove the Program window is displayed.6. Click Remove.

NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once while the

uninstallation is in progress.

The Uninstallation Completed window is displayed.7. Click Finish.

SupportAssist Enterprise is now uninstalled.

Uninstalling SupportAssist Enterprise on LinuxSteps

1. Open the terminal window.2. Browse to the /opt/dell/supportassist/bin folder.

3. Type ./uninstall and press Enter.

4. To continue the uninstallation, type c.

5. When prompted for your feedback, perform one of the following:

• To skip the feedback and start the uninstallation, type n.

• To provide feedback, type y.

6. If you selected to provide feedback, press a number that matches your reason for uninstalling SupportAssist Enterprise.

Results

The Dell SupportAssist Enterprise uninstallation is complete message is displayed.

7

Uninstallation 27

Related documents and resourcesIn addition to this guide you can access the following documents that provide more information on SupportAssist Enterprise and the otherrelated products.

Table 10. Related documents

Document title How to access the document

SupportAssist Enterprise Version 2.0.50 Online Help Click the help icon in the SupportAssist Enterprise user interface.

SupportAssist Enterprise Version 2.0.50 User's Guide 1. Go to https://www.dell.com/serviceabilitytools.2. Click SupportAssist Enterprise Version 2.0.3. Click DOCUMENTATION.

SupportAssist Enterprise Version 2.0 Quick Start Guide

SupportAssist Enterprise Version 2.0.50 Support Matrix

SupportAssist Enterprise Version 2.0.50 Reportable Items

SupportAssist Enterprise REST API Guide

OpenManage Server Administrator Installation Guide Go to www.dell.com/openmanagemanuals and click OpenManageServer Administrator.

OpenManage Server Administrator User’s Guide

iDRAC User’s Guide Go to www.dell.com/idracmanuals.

Video tutorialsYou can access the following video tutorials to learn about the features of SupportAssist Enterprise. To access the video tutorials, go toDell EMC Support.

• SupportAssist Enterprise: Installing and Registering (Windows)• SupportAssist Enterprise: Installing and Registering (Linux)• SupportAssist Enterprise: Checking for Cases• SupportAssist Enterprise: Testing Case Creation• SupportAssist Enterprise: Monitoring the Local System• SupportAssist Enterprise: Adding Devices• SupportAssist Enterprise: Case Management• SupportAssist Enterprise: Managing Device Groups• SupportAssist Enterprise: Testing Network Connectivity• SupportAssist Enterprise: Viewing Collections• SupportAssist Enterprise: Collecting System Information• SupportAssist Enterprise: Uploading Collections from a Disconnected Site• SupportAssist Enterprise: Setting up OpenManage Essentials adapter• SupportAssist Enterprise: Setting up System Center Operations Manager adapter• SupportAssist Enterprise: Setting up Remote Collector• SupportAssist Enterprise: Creating Account Credentials• SupportAssist Enterprise: Creating Credential Profiles• SupportAssist Enterprise: Creating Device Discovery Rule• SupportAssist Enterprise: Managing SupportAssist Enterprise Alerts in TechDirect• SupportAssist Enterprise: Performing Deep Discovery• SupportAssist Enterprise: Setting up Automated Dispatch

SupportAssist communityYou can ask peer-to-peer questions on the Dell SupportAssist Enterprise community forum.

8

28 Related documents and resources


https://www.dell.com/openmanagemanuals

https://www.dell.com/idracmanuals

https://www.youtube.com/playlist?list=PLe5xhhyFjDPei5-Xhutadg99RHfP16OMK

https://www.dell.com/community/SupportAssist/bd-p/Support-Assist

Contacting Dell EMCAbout this task

NOTE: If you do not have an active Internet connection, you can find contact information about your purchase invoice,

packing slip, bill, or Dell EMC product catalog.

Dell EMC provides several online and telephone-based support and service options. Availability varies by country or region and product,and some services may not be available in your area.

Topics:

• Contact Dell EMC for sales, technical support, or customer service issues• Find manuals and documents

Contact Dell EMC for sales, technical support, orcustomer service issuesSteps

1. Go to https://www.dell.com/support.2. Select your country or region in the selection list at the bottom of the page.3. Click Contact Support and select the appropriate support link.

Find manuals and documentsSteps

1. Go to https://www.dell.com/support.2. Click Browse all products.3. Select the appropriate product category and then select the desired product.4. To view or download the manuals and documents, click the DOCUMENTATION tab.

NOTE: You can also directly access the manuals and documents for Serviceability Tools from https://www.dell.com/

serviceabilitytools.

9

Contacting Dell EMC 29

https://www.dell.com/support

https://www.dell.com/support



Documents

SupportAssist Enterprise Version 2.0 - Dell · SupportAssist Enterprise user interface closes abruptly while upgrading.....22 SupportAssist Enterprise does not discover iDRAC devices